FAQ
General FAQs
Change, cancel, and track your order
My Order
Q: How do I change or cancel my order?
A: Only if your order has not been shipped out, you can contact our Customer Service (customerservice@hifiman.com) to change or cancel your order.
Q: How can I know whether my order is shipped out or not?
A: As the upload of your tracking number and the tracking information online may be delayed especially during the holiday season, please contact our customer support to double-check.
Q: Can I change my shipping address after my order has been placed?
A: Yes! Only if your order has not been dispatched, you can contact our customer service (customerservice@hifiman.com) to change your shipping address.
Q: How can I track my order?
A: You will receive an email with the tracking number of your order after we shipped out your package. With this number, you can track your order at any time. Or you can contact our Customer Service department (customerservice@hifiman.com) for help.
Q: What if my order is out of stock?
A:
- Sorry for the inconvenience caused. Some of our products are high-demanding while our stock is limited, so sometimes the update of the inventories shown on our website may be a bit delayed. If this is the case, we will notify you by email as soon as possible and give you an estimated delivery time or suggest other products you may also like.
- We will notify you by email once the product is back in stock.
You are always welcome to cancel your order if you prefer not to wait for stocks to come.
Shipping & Delivery
Q: When will you ship my order out?
A:
- In-stock items are usually shipped within 1 business day within the United States or Canada. For other countries, it will take 2 business days to ship out.
- Back-orders: if the item you have ordered is currently out of stock, we will give you an expected shipping time by a follow-up email.
- Multiple shipments: Sometimes, limited by our availability, we may split your order and ship the items from different warehouses to your location. You will not be charged for additional shipping fee under this circumstance.
- If you need something expedited just email customerservice@hifiman.com. We also provide the option to buy expedited shipping if you're in a rush.
Q: Where do you ship my order from?
A: Your package will be shipped from our warehouses in China, in the EU, or in the US according to your location and the availability of stock.
Q: I’m an international customer. Do I have to pay customs fees?
A: If you are an international customer, customs duties, import charges, taxes, and other international fees related to customs clearance may be due upon delivery according to your local policies. These fees are not included in the total price of your purchase and are out of our control and .
If you have any special requirements related to the shipment, kindly notify us by email at customerservice@hifiman.com. We will try our best to assist you.
Q: How long will my products take to arrive?
A: It is based on your purchase date and your location. You could email our Customer Service (customerservice@hifiman.com) for an estimated delivery time.
Q: Do you ship internationally?
A: Yes, we ship orders all over the world, excluding Alaska/Hawaii, US Protectorates, APO/FPO, Russia, and Brazil.
Q: What’s your shipping method?
A: To US&Canada: USPS,or UPS
To any other countries: International Express mail (EMS, UPS, DHL, or FedEx)
Q: How much will I pay for shipping?
A: Shipping is free in the continental United States. We also provide the option to buy expedited shipping if you're in a rush. For any other country, it depends on the weight and the dimension of the products and your location. You could find out the exact shipping cost at checkout before you complete the payment.
Q: What if I receive a damaged item?
A: Please retain the outer box, packaging, and all contents included and contact our Customer Service with pictures as soon as possible at customerservice@hifiman.com for assistance.
Returns & Exchange
Q: If I simply don't like the products, can I return them?
A: Yes. If you are not satisfied with your purchase, please return the product within 30 days for a refund. Please be sure to wrap the product safely and securely prior to mailing. Please email customerservice@hifiman.com and we'll provide you with further instructions on where returns should be shipped, and the amount you will be refunded. Returns must be made within 30 days of purchase. Please note: shipping fees are not refundable.
Q: How do I return or exchange an item?
A: To return or exchange your item, please contact us at customerservice@hifiman.com for instructions on the RMA process. Your item must be in like-new condition with its original packaging and include all original accessories and manuals. Please wrap the product safely and securely prior to mailing. Each return will be inspected at our warehouse. Please allow up to 5-7 business days from the receipt of your package to process your refund. It may take a few extra days during busy times. We are not responsible for return packages that are lost in transit. Return shipping fees are not refundable.
Q: Can I return or exchange customized products?
A: Sorry, the return or exchange of customized products is not acceptable unless it is our fault.
Q: How does the replacement process?
A: If your purchase was bought from HIFIMAN official online stores (including HIFIMAN official webstore, Amazon store, eBay store, and Newegg store) or our authorized dealer and under warranty, we can replace it for free. Please forward the payment receipt or order confirmation to our customer service (customerservice@hifiman.com) for reference and our customer service will help you with the RMA process.
If your purchase was bought from HIFIMAN official online stores or our authorized dealer but out of warranty, we also offer a fee-based maintenance service. You could contact customer service (customerservice@hifiman.com) for more details.
Managing Your Account
Q: Why do I need to create an account on your website?
A: To create an account on Head Direct will bring you much convenience and save you much time. With a HIFIMAN account, you can
- Enable you to shop easily without having to enter your details each time
- Track Your Order
- View your order history
- Create your wishlist and save shopping cart
- Leave Your Message
- Get our exclusive updates of new arrivals and special offers
Q: What if I submitted my registration information but didn't receive any confirmation?
A: Firstly, please double-check whether the email address you submitted is right. If there is nothing wrong with your email address, Please check the Bulk or Spam folder of your email box, the mail may get filtered by mistake.
Q: What if I forgot my password when I was trying to log in?
A: Click on the “Forget Your Password” option on the login page. You just need to provide your email address and a link of resetting your password will be sent to you.
Q: What if I want to change my registration information or my profile?
A: Please go to "My Account"->" My Profile" and change any information you need.
Q: Is my personal information secure on your website?
A: Yes! We do not sell, trade, or otherwise transfer your identifiable personal information to or with any outside parties. For more details, please see our Privacy Policy.
Payment method, status & security
Q. What payment methods do you accept?
A: Currently we only accept Paypal, but other payment methods are coming soon.
Q. How do I know that my payment is successful?
A: The confirmation page should be load automatically when your order is placed successfully. And our customer service will also send you an email when your purchase is dispatched. Or you can Contact Us for help.
Q. What if my payment is declined?
A: If your payment is declined, firstly please double check your payment detail and try again. If it not works, please contact your card provider for help.
Q: Is my payment secure on your website?
A. Of course it is. Our website applies the most trustworthy e-commerce service and technologies, such as Secure Sockets Layer, to guarantee your payment security on our website.
Need More Help? Contact Us
Can’t Find the Answer you are Looking for?
Contact us at customerservice@hifiman.com
